Complaints

This profile includes complaints for Candid's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Candid

  44 West 28th Street Floor 14 New York, NY 10001

  
• 

  Candid

  500 Westover Dr PMB 18459 Sanford, NC 27330-8941

• 

  Candid Care Co. - Los Angeles - West Hollywood

  8405 W 3rd St Los Angeles, CA 90048-4111

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon starting treatment with candid 08/21/2021 the studios where still open and Available following Covid procedures. I went into the studio to get scanned and evaluated for candid treatment I was passed and set up with aligners fairly quickly. Fast forth 16 steps later my bottom teeth were still badly crooked, after 22 hours a day , missed meals and flossing constantly due to gaps in between my teeth being created, my last step bottom Aligners broke after using the chewies as adviced . I reached out to customer service and because refinements were a guaranteed yes in my future I was told To just hold out and wait for my refinements to be processed, Or else I would have to pay for new retainers. I was assured that a new molding would be taken so whatever shape my teeth were in they would be taken care of and straighten out in the end. Well two months later - calling and arguing back and forth with representives about shipping issues and backstock on kits 2 months later I was finally shipped out a kit , I was informed the studios have closed and I could not go in person For a scanning ( Candids only selling point to me at the time ) after molding and shipping the kit back taking and impression pictures I was sent a email in regards to the approved pictures and molding and told To look out for a 3d plan of what my straight teeth would look like for me , To approve instead of this I logged onto my patient portal and received a congratulations you have completed treatment with no options to do anything besides log out and leave a review. My treatment ended 06/07/2022. My teeth are still very crooked and have been moved back to their original shape since its been months , Im done with candid and completely fed up . I would like a full refund of my good hard earned money so I can go get my teeth fixed with another company who cares for their customers !

  Business Response

  Date: 08/12/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Since this complaint was received, the messaging on the customer's portal was corrected, and they were sent a treatment plan which was approved by the treating orthodontist and the customer and is now in production. We apologize for the inaccurate "treatment complete" message and look forward to continuing the customer's treatment with refinements. Since the customer now has new aligners in production, we consider this case resolved. 

• Initial Complaint

  Date:08/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started treatment with Candid in November of 2020. I was originally told treatment would last about seven months. Everything was fine at first, but then treatment started going wrong. The aligners weren't fitting properly, but Candid kept telling me to move on to the next step nevertheless, even though I had a "slight unseat" at every scan. Eventually I had to get a "refinement" and a whole new set of aligners. Since then the situation has just gotten worse, I don't know if it's because Candid changed their business model or what, but now I need another refinement, almost two years later. My teeth are in worse shape than they were when treatment started; the top and bottom rows of my back teeth no longer touch each other which makes eating messy and difficult. I have tried to get my refinement but they have had completely unreasonable shipping delays of weeks at a time, which has forced me to waste literally months just waiting around for them. There is no reason why it should take so long to get help. They literally will not let me speak to a manager. They said the only way to get a refund is to go to a real orthodontist and get them to provide "documentation from a licensed professional that states you can no longer proceed with Candid treatment." That will cost a fortune and they STILL might not refund me. I spend over $2,000 on this treatment and this company has become sketchy and evasive, and I feel like I was ripped off. It is not enough for them to say they will fix it if they cannot do so in a timely and reasonable manner. It amounts to a breach of contract. They also have no way to write a review on their website, so all the reviews they have posted are skewed because they're handpicked.

  Business Response

  Date: 08/11/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Candid appreciates the customer reaching out regarding their concerns. Candid was experiencing a shipping delay, and has ordered a new impression kit for the customer as of 8/11/2022, which should arrive in 1-2 weeks. The customer is welcome to request copies of their intake and consent forms from Universal Support, which include the risks of orthodontic treatment. We look forward to getting this customer back on track with an evaluation for refinements and apologize for the shipping delay. Candid's refund policy states that a refund is no longer an option once the initial treatment plan is approved, so a refund is not an appropriate resolution at this time.

• Initial Complaint

  Date:08/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used candid to straighten my teeth. At first all was going well. I finished my treatment and I wear my aligners each night. I replace them every 6 months as *************** last set of aligners came and did not fit properly, I notified them of this at that time the beginning of July. I sent photos per their request. I have heard NOTHING back. At this point my teeth are all shifting. I reached out on chat and was told they have too many cases and mine is still pending review. Essentially I was told I just have to wait for them to get to me whenever that will be.

  Business Response

  Date: 08/09/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. As of 08/05/2022 a member of Candid's Patient Experience Team reached out via email to request some additional photos in order to evaluate the customer's concern. We look forward to receiving the additional requested photos so we can move forward. We appreciate the customer's patience and encourage them to reach out in the email thread with the Patient Experience Team for further assistance.

• Initial Complaint

  Date:08/04/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered replacement retainers.Money deducted from my account.No confirmation order email.Ignoring my multiple requests for information.Now my final product (teeth) are in jeopardy because they aren't shipping my retainers after taking my money.

  Business Response

  Date: 08/09/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. The customer's retainer was ordered on 07/25/2022, has shipped and is in transit with tracking number ******************. The order is expected to arrive tomorrow. We appreciate the customer's patience as retainers may take 2-3 weeks total for production and shipping.
  

• Initial Complaint

  Date:08/03/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am in process of Candid Treatment.My first set of aligners didn't work properly and have asked for refinement.They sent me impression kit but it didn't capture my teeth so they are suppose to send me another kit.It's been 3 months and I have reached out to them 5-6 times already and keep getting dates for delivery but no delivery yet.Please help check into this

  Business Response

  Date: 08/09/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. Since the initial impression kit did not ship, another one was ordered on 08/03/2022 and was delivered on 08/05/2022. We appreciate the customer's patience, and consider this complaint resolved.

• Initial Complaint

  Date:07/28/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a ********** from Candid, and the product inside was opened and had some parts that appeared to have been damaged and used previously. I contacted Candid and explained the situation, requesting a new box with new products in beside to the aligners, which appeared to be close and store properly. They replied that they could because I ordered through CandidPro which I had to go through, I contacted them and they said the box was closed when they received it and they will contact Candid. I spent about an hour or so, between the chat and on the phone, sending pictures and answering questions with the support team when I asked them where I could report and escalate the issue for resolution, I was told they do not currently have that option. I frankly chose for their convenience and reputation, but in my case, it didn't seem like the best start with a product that I signed up for and paid **** for.

  Business Response

  Date: 08/08/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. CandidPro customers should reach out directly to their Pro Provider for assistance, and their provider can reach out to CandidPro Provider Support. I see that on 7/29/2022 the customer's provider reached out to Support and a CandidPro Provider Support agent ordered the appropriate replacements for the customer. We appreciate the customer's patience and advise them to reach out to their provider in the future if any issues occur. Since a replacement aligner kit has been ordered, we consider this request resolved.

• Initial Complaint

  Date:07/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a client of Candid ************ have not received what i was promised & fully payed for. [ straight teeth] I would like a full refund or straight teeth. I have been following their instruction for two years & still do not possess what i was promised.

  Business Response

  Date: 08/08/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer contacted ********************** on 7/23/22 to request a refund because they are unhappy with their results. Our refund policy states, "Once you accept your treatment plan, we will begin producing your custom aligners, and a refund will no longer be available." In this case, the customer has made progress during treatment and may be eligible for additional refinement aligners, however, the customer is physically unable to take impressions which are necessary to make new aligners for them. Although the customer is not eligible for a full refund per our refund policy, our support team has made an exception for this customer based on their unique situation and we have offered the customer the option of receiving a partial refund of 75% of the original payment which would be $1,425. Candid will continue to work with the customer on the next steps of receiving a partial refund and ending treatment.

  Customer Answer

  Date: 08/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  I am not satisfied with their settlement offer.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint because my eight-month treatment plan did not properly seat my teeth. My orthodontist gave me the go-ahead several times, even though several of my teeth were not correctly seated. The treatment plan I accepted eight months ago is nowhere near where my teeth are today due to this. I also contacted them for refinements, and they denied me them until further proof of dental work/cleaning. Very disappointed with wasting money and eight months of treatment for basically nothing. I spent over $1000 so far , which is financed for my treatment for nothing. I was expecting my teeth to look the way my treatment plan said they would and they are no where close to that.

  Business Response

  Date: 08/08/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer had reached out to ********************** on 06/09/2022 to inquire about receiving further treatment through refinements. The customer had submitted all of the necessary diagnostic information to go through refinements but after reviewal, the customers treating orthodontist said that the customer will need to receive dental work before further continuing treatment. At this time, the customers orthodontist would like the customer to get simple restorations done, have their plaque and calculus build up addressed, and have their gingival inflammation addressed. Once the customer has had those issues addressed by their dentist and provided documentation from their dentist showing proof of dental work, we will be able to move forward with refinements to further align the customers smile so they can get the desired results.

  Customer Answer

  Date: 08/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved 

  The problem that they are missing is that at the beginning of treatment you approve a treatment plan. In accepting this plan you are expecting your teeth too look identical to what the treatment plan shows. My teeth do not look anywhere near what my treatment plan showed at the end of my treatment, due to the negligence of the orthodontist that accepted by teeth scans. What I accepted and paid for was not what I received. On the other hand, they are offering refinement, IF I get dental work done first. I cannot afford dental work, it is their problem that my teeth need dental work because of the negligence of the orthodontist and the people that mold the aligners. I am still seeking and will only accept a full refund. Thanks.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 08/28/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. The customer's ********************** orthodontist reviewed the customer's updated intake form and diagnostic photos for possible refinements and has determined that a dental cleaning and exam is necessary before continuing with aligner treatment. The intake form the customer submitted lists their last dental cleaning as March, 2020. A screenshot of this section where the customer listed this information from the intake has been attached.  Candid requires dental cleanings (every 6 months) in order to be considered for refinements. The intake signed by the customer states, "I understand that aligners will only address certain dental problems, relating to certain tooth positioning issues, and that other dental problems should be discussed with an orthodontist or my regular dentist". Once the customer has had a dental cleaning and checkup, the case can move forward as long as the dentist determines no dental work beyond a cleaning is needed. Once the cleaning and checkup and any possible necessary dental work are complete, the customer can reach back out to our Support team to begin the refinements process. A refund will not be available as our refund policy states a refund is no longer available once the initial treatment plan is approved by the customer. ********************** is committed to working with the customer and their orthodontist once the customer has followed the instructions provided by their treating orthodontist.

  Customer Answer

  Date: 10/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Good afternoon,
  
  I submitted this claim a couple months ago and I feel like I was getting no where with the company. Every single time I would reply they would ignore my points and bring up their own points. I have been very busy the past two weeks with my mother recently passing away that I have not had the time to respond. I dont really know where to move forward with this claim because the company is not budging. If you could please give me guidance on what I should do next, I would appreciate it.
  
  Thank you
  ****
  Sent from my iPhone 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The aligners that I am to use as retainers have cracked and are cutting my tongue. I let them know earlier that some didnt fit properly and was told to use the chewing device. It didnt help. It only squashed the aligners giving them a white appearance and made them rougher. I have tried working with the company but it has been a week without a response. I sent all required photos. When I try to contact them again they start the process over.

  Business Response

  Date: 08/07/2022

  Candid cares greatly about the oral health of all of our customers and works to ensure any concerns get addressed. This customer contacted ********************** on 7/14/22 to report that their final aligner step 16 was starting to crack toward the bottom of the aligner near their central incisors after 4 weeks of wearing them. Candid aligners are supposed to be worn for a minimum of 14 days for 22 hours per day in order to collect all of the movement necessary before switching to the next aligner. Since this customer was at the end of their treatment, Candid has ordered a free retainer for the customer which will have a thicker plastic material that will last between **** months. Candid retainers are supposed to be worn for a minimum of 8 hours per day in order to retain the progress that the customer has made. ********************** informed the customer of the new retainer order on 7/22/22 and we will provide updated tracking information to the customer once it ships. If the customer has further concerns we recommend that they contact our support team at ************ or via LiveChat from 9am-7pm daily so that we can assist them going forward.

  Customer Answer

  Date: 08/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

  They did send another aligners However they didnt adjust the fit of the front teeth so I doubt if it will last 6months. 
  I have emailed them my concern but have yet to hear back. 
  
  Sincerely,
  
  *************************
  
  
  
   
  

  
  

  Business Response

  Date: 04/12/2023

  Candid is still committed to working with this customer and we have offered them a refund, however, the customer has decided not to move forward with a refund yet because they have an appointment with their periodontist because they have concerns about their oral health. Candid has advised the customer to reach back out after their appointment so that we can continue to assist them. When the customer provides additional notes from their periodontist, we will relay this to the customer's orthodontist at ********************** for further evaluation. The customer may choose to keep this complaint open and Candid will continue working with the customer to ensure that we address any additional concerns that they may have.

  Customer Answer

  Date: 04/15/2023

  Better Business Bureau:
  This company ignored my response to wait and sent me the partial refund. Their customer service is terrible. 
  

  I am accepting just to be done with them! 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:07/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started treatment with candid clear aligners on March 13, 2022. On July 10th, I received a second no-go on step 8/12. The no-go is due to aligners that were cut incorrectly, resulting in a small gap between the aligners and one tooth. The ** bots that look at the scans each month keep identifying this, but it will never resolve itself due to the cut of the aligners. My orthodontist was supposed to review this within ***** hours. It is July 22nd, and I still have not received a response. Ive reached out to candid 7 times and they just keep telling me theyre waiting for the orthodontist. He clearly is not actually monitoring my treatment, a service that candid promised to provide. Candid essentially told me that he had too many patients. They should not be assigning cases to orthodontists that they cant actually handle. At this point I feel like Im being defrauded of the service I signed up for. I paid to have an orthodontist actively monitoring my treatment and that is clearly not happening. I am now over a month behind and no matter how many times I reach out I cant get a straight answer.

  Customer Answer

  Date: 07/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *****************************